Skip to content

Logo Telus International

Tech Support Representative

Basic Information

Ref Number

Req_00042182

Primary Location

GT - Guatemala - Torre Pradera

Država

Guatemala

Description and Requirements

Program Details

  • Location: Torre Pradera West

  • Schedule: Two days off 

  • Training: 3 - 6 Weeks


General Description


We are seeking a skilled and customer-oriented Technical Support Specialist to join our team in a BPO/call center environment. This role involves providing high-level technical assistance to customers, troubleshooting issues, and offering effective solutions to ensure optimal product performance. The ideal candidate will have strong problem-solving skills, a deep understanding of technical systems, and the ability to communicate complex information clearly and efficiently. This position is essential in maintaining customer satisfaction while addressing and resolving technical concerns in a timely manner.


Key Responsibilities

  • Serve as the main point of contact for customers, offering expert technical guidance on internet, TV, and phone services.

  • Diagnose and resolve technical issues related to connectivity, equipment, or service disruptions efficiently.

  • Maintain a high level of communication with peers to ensure consistency in troubleshooting and escalations.

  • Develop and maintain strong relationships with customers, understanding their technical needs and challenges.

  • Monitor customer interactions proactively, identifying opportunities to improve their service experience.

  • Collect and analyze customer feedback to contribute to technical process improvements.

  • Pivot to assisting queues with more complex technical requests when priority queues are empty, or as needed.

  • Work closely with the management team to monitor, manage, and recover technical support backlogs.

  • Conduct regular follow-ups with customers to ensure their technical issues are fully resolved.

  • Collaborate with Support and Technical teams to address customer needs and enhance service reliability.


Additional Job Description

We are seeking a skilled and customer-oriented Technical Support Specialist to join our team in a BPO/call center environment. This role involves providing high-level technical assistance to customers, troubleshooting issues, and offering effective solutions to ensure optimal product performance. The ideal candidate will have strong problem-solving skills, a deep understanding of technical systems, and the ability to communicate complex information clearly and efficiently. This position is essential in maintaining customer satisfaction while addressing and resolving technical concerns in a timely manner.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Apply Now
× -